Sam Douglas on Safer Gambling: Beyond Compliance at Hippodrome

The commitment to safer gambling and player protection is reshaping the UK gambling market. Safeguarding strategies for land-based venues were highlighted by Sam Douglas, Director of Safer Gambling at The Hippodrome Casino, who acknowledged that observing affordability remains a significant challenge. Douglas participated in an interview prior to his appearance at the SBC Summit in Lisbon.

Safer Gambling: A Core Value

Douglas distinguishes safer gambling as an ethical responsibility rather than merely regulatory compliance. "It's the right thing to do," he stated, noting that safer gambling enhances customer service rather than serving as a financial burden. Though there is a commercial incentive—loyal players often use prompts and limits—Douglas maintains that emphasis should be on genuine interactions rather than profit protection.

Challenges in Affordability Checks

Detecting affordability issues is particularly challenging in land-based settings where visitor spending fluctuates significantly. Employees must assess player behavior and conversation since economic conditions can change rapidly. Douglas stresses the need for a sensible approach to regulation, avoiding unnecessary friction by demanding excessive information from high-stakes players.

Encouraging Use of Limits

For Douglas, promoting deposit limits involves effective communication. At a land-based casino like The Hippodrome, the strategy focuses on straightforward conversations, proportionate monitoring, and clear explanations of control tools. Encouraging players to view limits as empowering rather than restrictive is key, as is supporting personal responsibility alongside available safeguards.

Integration of Sports Betting

Amidst the integration of Paddy Power's sportsbook, The Hippodrome Casino has adapted its approach without a complete overhaul. The nuances of sports betting, its unique player patterns and triggers, require ongoing attention rather than reinventing existing frameworks.

Destigmatizing Safer Gambling Tools

Douglas highlights the importance of normalizing the use of safer gambling tools. These tools should be presented as commonplace options for any player rather than as interventions for problems. The language used, focusing on positive aspects like player protection, is critical in reducing stigma.

Training for Safety

Staff training at The Hippodrome is multifaceted, comprising real-life experiences, structured management education, and interactive media. New initiatives include a suicide prevention program and an engaging training video, aimed at enhancing risk management and response capabilities.

Learning from Industry Events

The SBC Summit in Lisbon is an opportunity for industry engagement and learning. Douglas emphasizes the value of such events for gathering insights and invigorating player protection strategies. His participation in the summit aims to refine messaging around player safety, drawing on expertise from diverse markets.

Douglas concludes that balanced, risk-based regulation is essential for effective player protection without damaging customer relationships.